3 minute read 4 Feb 2021
The ocean as sunset as seen from a drone

How today can prepare telcos for tomorrow

By Tom Loozen

EY Global Telecommunications Leader

Fascinated by the positive impact of telecoms. Passionate musician. Enjoys educating himself on psychology, wine, sports, technology, arts and much more. Husband and father of three daughters.

3 minute read 4 Feb 2021
Related topics TMT Telecommunications

Communications service providers (CSPs) need to find new ways to remain relevant to their customers.

This article is part of the EY NextWave Telecommunications Journal

In brief
  • In a short space of time, the way we live, work and play has transformed, with economic and environmental dynamics shifting fast.
  • We must use the “now” as an opportunity to prepare us for the next and the beyond.

Never before have we undergone such rapid change in such a short space of time. The way we live, work and play is transforming in front of our eyes. Social, economic and environmental dynamics are shifting fast. But how can “now” prepare us for the “next?” And what about the “beyond?”

In this environment, the concept of “now” is more fleeting than ever. The “next” will be here in an instant. And things that were once “beyond” are already here, demanding our immediate attention. Indeed, some of the things we thought we needed to plan ahead for have already passed us by.

Enterprise trust, for instance, was firmly in EY’s “beyond” category only a few months ago. But today, when we asked leaders which companies they think are performing best, the overwhelming response was telcos. To be frank, this was a pleasant surprise. Consumers are usually quick to complain about what they perceive as slow speeds, expensive bills and unresponsive customer service. But a shift in opinion has occurred.

Recent reports applaud the way telcos have coped with the spike in demand. Instead of using the current situation to hike prices and get richer, they’ve addressed the digital divide by lifting data caps, supporting underprivileged schools and homes, and delivering better packages. Telcos have emerged from the COVID-19 crisis as the “engines” of a digital society, playing an essential part in keeping people connected. And thanks to a series of responsible decisions and swift actions, they’re now trusted more than ever.

Indeed, the agility demonstrated by the entire sector has been staggering, as has the resiliency. Call center staff, faced with the challenges of working from home, have adapted instantly. Retailers, faced with reduced sales, have focused their attention online. And the technology teams, who maintain the performance of our networks, have managed greater data consumption than ever before.

However, as much of the focus has been on keeping networks running and ensuring that connectivity is strong, telcos must find a real-time view of what “now” actually looks like, as well as how to update their digital propositions to deal with what’s “next” and make the most of the opportunities that lie “beyond.” 

Summary

Communications service providers (CSPs) have risen to the occasion in the challenging environment of the pandemic. Now they need to find new ways to remain relevant to their customers.

About this article

By Tom Loozen

EY Global Telecommunications Leader

Fascinated by the positive impact of telecoms. Passionate musician. Enjoys educating himself on psychology, wine, sports, technology, arts and much more. Husband and father of three daughters.

Related topics TMT Telecommunications